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B2C Moderated User Flow Usability Testing

Credit Card Application
End-to-End Experience Testing

This project aimed to optimize the entire card application process, spanning from pre-submission to post-submission phases. Through user testing, we sought to streamline user workflows, enhance intuitiveness, and improve the overall application journey. Insights gleaned from this initiative were instrumental in identifying and addressing pain points, resulting in a more efficient and user-friendly process. Ultimately, these enhancements led to increased applicant satisfaction and engagement.

01

Methodology

Moderated in-depth interview

Usability testing

03

04

Deliverables

Preliminary report

Deep-dive synthesis report

Tools

02

Skills

Survey design

User interview

Data synthesis

Adobe Connect (Interview, virtual collaboration)

InVision (Prototype, Data mapping)

Keynote (Synthesis report, Presentation) 

05

Team

Researcher Strategist (🙋🏻‍♀️ me)

Creative Lead

UX Designers

Prototype Developer

Product Owner

Producer

06

My Approach and Contributions

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One

Pioneered a user experience study to optimize the entire end-to-end card application user flow, prioritizing a user-first methodology.

Two

Conducted moderated in-depth interviews, demonstrating expertise in qualitative research.

Three

Designed and conducted A/B testing, showcasing a hands-on approach to UX design.

Four

Unveiled insights on user preferences, with a particular focus on customer sentiment, showcasing a keen attention to user feedback.

Five

Advocated for intuitive application processes, showcasing the ability to manage stakeholders' expectations effectively by leveraging data-driven user insights.

Six

Identified user mental models, ensuring alignment between product design strategy and user expectations.

Seven

Recommended strategic design changes, demonstrating the capability to translate research findings into actionable and impactful outcomes.

Eight

Advocated for and addressed user concerns, showcasing a dedication to nurturing user trust and prioritizing a user-centric design process.

Nine

Applied a rigorous analysis of user testing data, demonstrating a data-driven approach to making design decisions.

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07

Comprehensive End-to-End User Flow UX Research Reports
(Pre and Post- Submission Flows)

Take a closer look at my comprehensive research findings. It illustrates my approach to crafting reports and visualizing research data, aimed at advocating for a balance among customer needs, business goals, and technological constraints.

** Password required to protect the confidential information of my previous company, the password will be provided upon request.**

20. Pre-submission Citi Card Application Testing.png
21. Post-submission Citi Card Application Testing.png
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